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Query regarding the reporting capabilities of Bullseye routing

  • 1.  Query regarding the reporting capabilities of Bullseye routing

    Posted 09-08-2021 10:47

    Hi,

     

    My org would like to introduce the Bullseye routing feature on a couple of our queues, to widen the pool of agents during busy time periods. We have no issues with the setup, the question I have been posed by the CC teams are how they can report on how many calls are overflowing to the widened pool of agents, how many interactions they are handling in these queues.

    As far as I can see, there is no such specific reporting in Genesys, I wasn't able to find anything online either.

    Any guidance would be appreciated.

    Thanks

    Daniel


    #Reporting/Analytics
    #Routing(ACD/IVR)

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    Daniel Mooney

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  • 2.  RE: Query regarding the reporting capabilities of Bullseye routing

    GCAP Member
    Posted 09-08-2021 11:56
    We have the same issue with Bullseye reporting. Even if you use the skills performance, you can't easily tell if the queue was answered by the primary agent or the bullseye agent
    GC is "supposed" to be making the reporting better for this, but so far not.


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    Monique
    System Administrator
    Messer LLC
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  • 3.  RE: Query regarding the reporting capabilities of Bullseye routing

    Posted 09-09-2021 08:50

    I checked 'Participant Data' under the Interaction, but there is no reporting on what happened inside of the queue. The 'Timeline' doesn't have information to explain what ring someone was in either.  

    I know that isn't reporting, but it would be nice to have that information readily available to a Supervisor or Admin in those locations.



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    Nathan Smith
    ConvergeOne, Inc.
    ndsmith@convergeone.com
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  • 4.  RE: Query regarding the reporting capabilities of Bullseye routing

    GENESYS
    Posted 09-09-2021 09:14
    All - we are working on this exact issue now and hope to release in the next 30-days.  We are going to be adding the following columns to make it easier to understand the cause and effect of routing methods:

    • RoutingRequested
    • RoutingUsed
    • Agent Bullseye Ring (tells the ring an agent is specifically assigned to if setup that way)
    • Bullseye Ring (tells what bullseye ring the interaction is answered in)
    • Preferred Rule (tells what rule the preferred agent was in)
    • Skills-active (skills remaining for used for routing)
    • Skills-removed (skills removed).
    Additionally:
    • If you also include 'Skills' - that will give you all the original skills that came from the flow.
    • There are also a couple preferred agent routing columns as well to show the list of scored agents, and the preferred agent who answers the call.

    In the future we're also hoping to add 'interaction priority' so that you can see and sort on that value for waiting interactions just to give another indicator of routing detail.

    Hope that helps.
    Chris

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    Chris Bohlin
    Product Manager - PureCloud
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  • 5.  RE: Query regarding the reporting capabilities of Bullseye routing

    Posted 09-09-2021 16:06
    Thank you @Chris Bohlin!  That's exciting news.​

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    Nathan Smith
    ConvergeOne, Inc.
    ndsmith@convergeone.com
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  • 6.  RE: Query regarding the reporting capabilities of Bullseye routing

    GCAP Member
    Posted 09-10-2021 07:46
    @Chris Bohlin
    Fantastic! Reporting on which skill answered the queue is so important from a call management perspective

    Will this be something I can also see on my performance dashboard, so I can easily see skill activity similar to queue? That way I can easily see if too many calls are being answered by other rings and quickly adjust my agents
    eg:
    ring 1 skill : offered, answered not responding, etc
    ring 2 skill: offered, answered not responding, etc

    ​​​

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    Monique
    System Administrator
    Messer LLC
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  • 7.  RE: Query regarding the reporting capabilities of Bullseye routing

    GENESYS
    Posted 09-22-2021 11:45
    I don't have any updates planned for dashboards at this time, Monique but something we can look in to.  If you are using any sort of WEM services, I'd recommend reading @Cameron Smith's comments below....really important to understand the impact this could have on your organization.  (If you aren't concerned - carry on!!!)​​

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    Chris Bohlin
    Product Manager - PureCloud
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  • 8.  RE: Query regarding the reporting capabilities of Bullseye routing

    Posted 09-13-2021 12:24

    Hi Chris,

    Great & thanks for the update.

    Look forward to seeing this released!

    Regards,

    Daniel



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    Daniel Mooney
    HelloFresh
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  • 9.  RE: Query regarding the reporting capabilities of Bullseye routing

    Posted 09-14-2021 16:14
    Hi Chris!  That is terrific.  Our largest customers love Bullseye routing.  Any idea if/when Genesys will be supporting WFM with Bullseye or Preferred Agent Routing?

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    Bob Shappell
    Avtex Solutions, LLC
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  • 10.  RE: Query regarding the reporting capabilities of Bullseye routing

    GENESYS
    Posted 09-21-2021 09:34
    Edited by Cameron Smith 09-21-2021 09:51
    Hi Bob,

    Unfortunately due to the nature of the bullseye method. WFM support is mathematically not possible as bullseye is effectively moving the interaction target based on those rings from one forecast/schedule group to the next. Modelling that real world / environment behavior when its very much 'in the moment' creates some extremely large challenges that mathematically doesn't resolve.

    How bullseye works..
    Routes interactions to a queue using the pre-attached skills from a flow. If no agents are available after a set period of time, skill requirements are relaxed, and the pool of evaluated agents is expanded. This effectively creates a new, sub-queue of agents, for which no forecast has been created.

    What is the purpose of WFM..
    Forecast Interaction Volume and Staffing requirements to match customer demand with employee skills and knowledge to provide superior customer experience.

    The bigger picture..

    Within Genesys Cloud Workforce Management we have the notion of a planning group. A planning group is a discrete combination of Queue, Media, Language and Skill(s). Planning groups are usually a 1:1 match with a routing path (the matching combination) however can be merged together to create larger groups if 100% of the employee population are matched. More info here.

    The implication here is across the wider CX engagement strategy.


    The net result is we end up with a disconnected experience when leveraging bullseye. While the initial target is fine, the subsequent rings themselves are also valid planning groups. As the interactions cascade from ring 1 to ring n the underlying target location is changing.


    As such its recommended that our customers use ACD Routing with Best Skills Matching to get even more capability from the platform. This combination is a combination that is designed to work with Workforce Management. The notion is fairly straight forward.

    Bullseye: Moves interactions to where employees are available
    ACD Routing: Moves interactions through ranks of preferences to find an available employee

    The net benefits of leveraging ACD routing outweigh Bullseye quite dramatically however to leverage this effectively there needs to be the correct support and operationalization of the overall employee structure to make real inroads into these benefits.

    Bullseye Considerations
    • Harder to adopt Predictive Routing + WEM Suite
    • Ignores Employee Knowledge and Capability after Ring 1
    • Mathematically Impossible to Simulate for Forecasting
    • Ignores Schedule Coverage – WFM Team lose sight of interaction volume
    • May distribute interactions to untrained employees
    • High Transfer Scenarios are common
    ACD Considerations
    • Shows True Customer Outcome
    • Requires a robust Workforce Management Process across intraday and service level prediction - planning for outcomes is core
    • Predictive not Reactive. Works best with a Forecast and Schedule in place
    • Discreate Service Impacts on unplanned interactions will occur
    • On the day skill changes are detrimental to the outcome
    Bullseye Benefits
    • Set Design and Flexible Overflow
    • Allows Service Level to drive the outcome
    • Can be used as a 'safety net' or as a 'escape path' from a high queuing scenario
    • Perceived Easy to configure and maintain - however pushes complexity elsewhere
    • Allows for the traditional 'overflow' logic
    ACD Benefits
    • Route effectively based on actual skills, capability, and knowledge
    • Change Skills when Knowledge is achieved
    • Customer will always reach an employee who has the knowledge to service the customer
    • Allows training and development to focus on customer outcomes
    • Take advantage of the full WEM Suite from Gamification, Coaching and Workforce Management

    The end result is a much tighter ecosystem across Routing and WFM, with direct ties back to how employees are trained, coached and guided to improve their performance. It does require more upfront planning and does require organizations to think about the role of the employee however the upside is that the system can perform its duties without the traditional needs of managing load, moving skills around to support service levels and the like.


    The net result also sets up the organization to be a consumer of Predictive Routing. This configuration looking at the overall customer and employee profile with links back to how the employee is onboard, trained, coached, developed and measured creates a much richer ecosystem of engagement and will drive improved CX.

    Cheers

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    Cameron Smith
    VP, Product Management - Workforce Engagement Management

    cameron.smith@genesys.com
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  • 11.  RE: Query regarding the reporting capabilities of Bullseye routing

    Posted 09-21-2021 09:46

    Thank you Cameron, this is an excellent explanation of routing options.  It's definitely going into the ACD Training folder!

     

    Thanks again!

     

    Bob

     

    Bob Shappell

    Business Applications Consultant | Avtex

    e. BShappell@avtex.com

    c. 317-258-0949 

    d. 713-554-9054 

    Subscribe to Avtex Thoughts

     

     

     

     






  • 12.  RE: Query regarding the reporting capabilities of Bullseye routing

    Posted 10-26-2021 04:23
    Hi @Chris Bohlin,

    Do you have any news on when those specific Bullseye routing items will be available in reporting?

    Thanks for your answer!
    Pascal​

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    Pascal Smet
    Telenet BVBA
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  • 13.  RE: Query regarding the reporting capabilities of Bullseye routing

    GENESYS
    Posted 10-27-2021 11:42
    Pascal - we have this lined to for release 11/10!!!  So, its coming soon!

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    Chris Bohlin
    Product Manager - PureCloud
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